System and method for control of communications connections and notifications

ABSTRACT

A method and system for selectively establishing a communications connection between an origin and destination in a communications network based on one or mediations rules and one or more lists of prohibited and exempted destination identifiers either in real-time using a control unit or with a pre-check using an analysis unit while also providing notification messages associated with the allowed or designated allowed communications connections.

RELATED APPLICATIONS

This application is a continuation-in-part of application Ser. No.10/820,452 filed Apr. 8, 2004, the entire teachings of which areincorporated herein by reference.

BACKGROUND OF THE INVENTION

Recently, federal and state solicitation laws and regulations havemandated that a consumer, who expresses a desire not to be solicited bytelephone or other electronic media such as electronic mail, not becalled or e-mailed. By regulation, such as the United States FederalTrade Commission's (FTC) Telemarketing Sales Rules (TSR), a businessmust maintain a list of telephone numbers for such consumers, known as a“Do-Not-Call” (DNC) list, and take appropriate measures to ensure thatoutgoing calls to telephone numbers on a DNC list are somehow blocked.The federal government is also considering the establishment of afederal “Do-Not-E-Mail” list to enable a consumer to prevent electronicmail solicitations.

The DNC lists can include one or more lists specific to a particularbusiness, as well as state-wide, national and industry-imposed listssuch as the Direct Marketing Association (DMA) Telephone PreferenceService (TPS) list. A single violation of a federal and/or State DNCregulation may result in a substantial fine. Thus, DNC compliancemanagement is a particularly critical and challenging issue forbusinesses that rely on telephone solicitations as a core marketingtool.

SUMMARY OF THE INVENTION

Systems exist for handling DNC compliance management. However, there isa need for a more flexible approach that can accommodate cases in whicha blocked or prohibited number may still be reached based on certainexemptions to the regulations.

The present invention provides certain improvements and advantages overthe prior art. In one aspect, the present invention provides a methodand system of selectively prohibiting a communications connectionbetween an origin and destination in a communications network based onone or more mediation rules and one or more lists of prohibited andexempted destination identifiers. The origin and destination may becommunications devices directly or indirectly connected to thecommunications network such as telephones, cellular telephones, personaldigital assistances, pagers, computers, computer client interfaces, orremote computer terminals.

In an embodiment, a connection unit may be used that receives orinitiates a request for a communications connection between an originand destination by sending a request to the control unit and receivingan order from the control unit to prohibit or allow the communicationsconnection based on the destination identifier. The connection unit maybe an Interactive Voice Response (IVR) application, a predictive dialerserver, a distributed predictive dialer system, a switch, router, or anelectronic mail server.

The connection unit typically provides a bridging capability toestablish a communications connection between an origin and destination.The destination identifier may be a communications device address suchas a domestic or international telephone number, Internet Protocoladdress, or an electronic mail address. “Prohibited” destinationidentifiers may be identifiers that have been designated by agovernmental authority, private organization, client, customer, or otherparty as blocked or prohibited from being connected to or contacted by aparticular client or all clients. “Exempted” destination identifiers maybe identifiers that have been designated by a governmental authority,private organization, client, customer, or other party as being exemptedfrom being a prohibited destination identifier.

The prohibited and exempted destination identifier lists may becontained within one or more tables of one or more databases. Also, thelists of prohibited destination identifiers may be derived from any oneor a combination of a Federal Do-Not-Call list, a State Do-Not-Calllist, a DMA Do-Not-Call list, a client internal list, a Very ImportantPerson list, and other defined lists. Furthermore, the lists of exempteddestination identifiers may be derived from any one or a combination ofan Existing Business Relationship (EBR) exemption list, Do-Not-Callexemption list, State Do-Not-Call exemption list, a VIP exemption list,and other exemption lists. The exemption lists may also contain any oneor combination of exemption key, type, and date of contact associatedwith each exempted destination identifier.

Mediation rules may be used to determine a sequence of comparisons madebetween a destination identifier and one or more lists of exempted andprohibited identifiers wherein each comparison with a list of exemptedidentifiers determines whether the comparison with an associated list orlists of prohibited destination identifiers is bypassed or ignored. Anassociated list of prohibited destination identifiers is “bypassed” whenthe comparison with the prohibited destination list is not performed. Anassociated list of prohibited destination identifiers is “ignored” whenthe comparison with the prohibited destination list is performed, but noaction to control the communications connection based on the result istaken. The result is only logged in an audit record for some otherpurpose such as record keeping or performing a statistical analysis ofthe control system. If the prohibited destination list is not bypassedor ignored, a comparison is performed, resulting in an action topossibly prohibit or allow the communications connection. The prohibitedand exempted destination lists may be modified from an origin or asecondary interface such as a World-Wide-Web (WWW) connection from aremote computer or an automated remote process from a client site.

The control unit may be a computer server that resides on the premisesof a client, a local exchange carrier, local administration facility,central administration facility, or other remote facility. The controlunit may interface with local prohibited and exempted destination lists.These local prohibited and exempted destination lists may beperiodically synchronized with other prohibited and exempted destinationlists that are remotely located at another facility such as a localadministration facility, local exchange carrier, central administrationfacility, or another facility.

The control unit may also be a software application within a remoteclient computer that accesses an internal or remote prohibited andexempted lists within a central administration facility.

The prohibited and exempted destination lists may be dynamically addedor removed and the mediation rules updated to flexibly adapt the systemto continuously support new connection prohibition rules. Also, multipledestination identifiers may be examined in relation to a particularorigin to determine whether to prohibit or allow communicationsconnections between the origin and each of the multiple destinations.For security reasons, each client user may be identified andauthenticated.

The control unit, based on the mediation rules, may also use additionalclient and customer information to determine whether to prohibit orallow a communications connection such as a client user identifier,client identifier, customer identifier, client office identifier,product identifier, geographic area, date, time, exemption typeduration, origin identifier, internal client criteria, or internalcustomer criteria. The control unit may also generate logs ofcommunications connections having prohibited, allowed, and improperdestination identifiers.

The present invention also includes an analysis system and method forselectively designating whether a communications connection between anorigin and one or more destinations are prohibited. The analysis systemtypically includes an interface unit that receives one or more proposeddestination identifiers, at least one list of prohibited destinationidentifiers, at least one list of exempted destination identifiers, andan analysis unit that designates whether the communication connectionbetween an origin and one or more proposed destinations are prohibitedor allowed based on one or more mediation rules and the list ofprohibited and exempted destination identifiers.

While the control unit provides real-time control of a communicationsconnection, the analysis unit performs a pre-check of one or moreproposed destination identifiers and generates a list that designateswhich destination identifiers are prohibited or allowed. A client useror agent may then review the list and decide which destinations tocontact. The analysis unit is likely preferred by small business clientswith a smaller customer base and less resources to contact customers.The analysis unit may reside at the central administration facility andbe remotely accessed by a client. Alternatively, the analysis unit maybe a computer application within a client's computer system thataccesses a remote or internal list of prohibited and exempteddestination identifiers.

Another embodiment includes a control system for selectivelyestablishing a communications connection between an origin anddestination within a communications network where the communicationsconnection is established by a connection unit that bridges a firstconnection with the origin with a second connection with thedestination. The system preferably includes at least one list ofprohibited destination identifiers, at least one list of exempteddestination identifiers, and a control unit that orders the connectionunit to establish the communications connection between the origin anddestination based on one or more mediation rules and the lists ofprohibited and exempted destination identifiers.

The control unit may also deliver one or more notification messages toeither or both the origin or destination. The notification messages maybe delivered to the origin from the connection unit using the firstconnection either before the communications are established with thedestination, during established communications with the destination, orafter communications have ended with the destination. The notificationmessages may also be delivered to the destination from the connectionunit using the second connection either before the communications areestablished with the origin, during established communications with theorigin, or after communications have ended with the origin.

The notification message may be any one or combination of an audiorecording, interactive voice response, human-initiated voice message,text message, electronic mail message, instant message, multimediamessage, IP-based message, audio tone, sequence of audio tones, visualindicator, or a graphical image. The notification message may indicateto the origin user which exemption is being applied by the system asdetermined by the mediation rules and at least one list of exempteddestination identifiers. The notification message may even requestinformation from either or both the origin or destination.

The notification message, however, may include information not based onthe mediation rules such as information derived from any one of orcombination of client-specific requirements, origin agent-specificrequirements, and destination user-specific requirements. Thenotification message may be delivered in-band through the connectionunit or out-of-band through some other media to the origin ordestination.

In yet another embodiment, the analysis unit may provide one or morenotification messages associated with the one or more proposedcommunication connections. When the interface unit delivers a certifiedlist of proposed destination identifiers to the analysis unit, theanalysis unit may designate prohibited and allowed destinationidentifiers and also send a designation list to the interface unit thatincludes one or more notification messages. These notification messagesare typically associated with particular destination identifiers andpreferably provide relevant information associated with the destinationidentifier. The analysis unit may also generate logs of alloweddestination identifiers and associated notification.

A further embodiment may be a notification system for deliveringmessages to an origin and destination of a communications connection ina communications network. The notification system may include aconnection unit that establishes a first connection with the origin anda second connection with the destination and bridges the first andsecond connections to establish a communications connection between theorigin and destination. The notification system also includes anotification unit that delivers at least one notification message toeither or both the origin and destination.

The notification messages may originate from the notification unit, arelationship management system, a control unit, or some otherinformation system.

BRIEF DESCRIPTION OF THE DRAWINGS

The foregoing and other objects, features and advantages of theinvention will be apparent from the following more particulardescription of preferred embodiments of the invention, as illustrated inthe accompanying drawings in which like reference characters refer tothe same parts throughout the different views. The drawings are notnecessarily to scale, emphasis instead being placed upon illustratingthe principles of the invention.

FIG. 1 is a schematic diagram showing a communications control systemaccording to the principles of the present invention;

FIG. 2 is a high level diagram of the databases of the communicationscontrol system;

FIG. 3 is a block diagram of a DNC database that stores and manages DNCdata for multiple clients;

FIG. 4 is a block diagram of a DNC database that stores and managesexemption data for multiple clients;

FIGS. 5A-5C is a flow chart of a procedure for prohibiting or allowing acommunications connection in accordance with principles of theinvention; and

FIG. 6 is a schematic diagram showing a communications control andnotification system according to the principles of the presentinvention.

DETAILED DESCRIPTION OF THE INVENTION

One embodiment of the present invention is a control system forselectively prohibiting a communications connection between an originand a destination in a communications network. FIG. 1 shows an exampleof a control system 100 interconnected with telecommunications network102, i.e., the Public Switched Telecommunications Network (PSTN), thatillustrates principles of the present invention. It is understood,however, that the present invention applies to any communications systemand, more particularly, to allowing or prohibiting a communicationsconnection between an origin and destination therein.

To selectively prohibit or allow a communications connection between anorigin 104 and destination 106, preferably in real-time or nearreal-time, a control unit 108 interfaces with a database 110,collectively referred to herein as a management unit 112. The origin 104and destination 106 are typically telephones, but may be other types ofcommunications devices such as cellular telephones, personal digitalassistances, pagers, computers, computer client interfaces, or remotecomputer terminals. Origin 104 and destination 106 may each be connecteddirectly or indirectly to PSTN 102. For example, origin 104-1 may beconnected through office private branch exchange (PBX) 120-1 to localexchange carrier network 122 which connects to local exchange carrierconnection unit 114-1, a telecommunications switch.

The database 110 may have one or more tables of prohibited and exempteddestination identifiers as shown in FIG. 2. The tables are shown inthree groups for descriptive purposes, but may be arranged in any orderor configuration. The DNC prohibited tables are tables that typicallyare the same for any client and include Federal DNC list 200, State DNClist 202, DMA DNC list 204, Wireless DNC list 205, and other DNC lists206. The client-specific prohibited DNC tables are typically unique toeach client and include Client DNC list 208, VIP DNC list 210, and otherDNC list 212. The exemption tables may include EBR exemption list 216,DNC exemption list 218, State DNC exemption list 220, VIP exemption list222, and other exemption lists 224. The destination identifier isusually a network address associated directly or indirectly with adestination communications device or a destination user. For example,the device address may be a telephone number for a device connected tothe PSTN 102, an Internet Protocol (IP) address for a device connectedto the Internet, or an electronic mail address for an Internetelectronic mail account in an electronic mail server.

Using one or more mediation rules and the lists of prohibited andexempted destination identifiers in database 110, control unit 108determines whether a communications connection between a particularorigin 104 and destination 106 is prohibited or allowed. To facilitate amore rapid response to a communications connection request, managementunit 112 may be mirrored at a client's local facility or local carrierexchange. For example, local management unit 112-1, comprising localcontrol unit 108-1 and local database 110-1, may control communicationsconnections established by connection unit 114-1, a telecommunicationswitch with Interactive Voice Response (IVR) 116. Another localmanagement unit 112-2, comprising local control unit 108-2 and localdatabase 110-2, may control communications connections established byconnection unit 114-2, which in this example is a predictive dialer formultiple origins 104 such as 104-9.

A central management unit 112-3, comprising control unit 108-3 anddatabase 110-3, may control communications connections. Centralmanagement unit 112-3 may interface with any connection unit 114 viaservice delivery network 118 or any other remote computer or interfacesuch as computer 126, management interface 124, and computer 130 vianetwork 134 which, in this instance, may be the Internet.

The control unit 108 may be a computer server or gateway that resides onthe premises of a client, a local exchange carrier, local administrationfacility, central administration facility, or other remote facility.Each control unit 108 and database 110 may be periodically synchronizedwith other control units 108 and databases 110 based on asynchronization mechanism described in International Patent ApplicationPCT/US03/19145, the entire contents of which are incorporated herein byreference. Local databases 110-1 and 110-2 are typically not as large as110-3 because the local databases may only need lists of prohibited andexempted destination identifiers specific to a local client whiledatabase 110-3 typically holds the lists for all clients. While thecontrol unit 108-1 interfaces with local prohibited and exempteddestination lists in database 110-1, control unit 108-1 may alsointerface with other prohibited and exempted destination lists in otherdatabases 110 being remotely located at another facility such as anotherlocal administration facility wherein database 110-2 may be located.Control unit 108-1 or other control units 108 may interface remotelywith databases 110 located in other locations such as a local exchangecarrier, central administration facility, or remote facility.

Central management unit 112-3 and local management units 112-1 and 112-2typically communicate with each other via Service Delivery Network 118which may be a private network, a virtual private network within theInternet, a wide area network, local area network, or the like. ServiceDelivery Network 118 preferably is protected from eavesdropping withadequate security mechanisms such as encryption and authentication.

While FIG. 1 illustrates local management units 112-1 and 112-2controlling the communications connection between an origin 104 anddestination 106 by interfacing with connection units 114-1 and 114-2respectively, either control unit 108 or both the control unit 108 anddatabase 110 may be incorporated into the functionality of anyconnection unit 114 such as connection units 114-1 and 114-2, effectingdirect control of the communications connection by the control unit 108.From another perspective, control unit 108 itself may establish thecommunications connection between an origin 104 and destination 106. Itmay, however, be more advantageous to utilize a separate management unit112 that interfaces with multiple connection units 114 to reduce theoverall cost of implementing communications connection controlthroughout a communications network.

In addition to being a telecommunications switch having an IVRapplication or a predictive dialer, connection unit 114 may be adistributed predictive dialer system, a router, a switch, electronicmail server, or a computer server such as a personal computer. Theconnection unit 114 generally acts as a bridging circuit to establish acommunications connection between an origin 104 and destination 106.Further details regarding the operation of the IVR application and itsinterfacing capabilities with management unit 112 are provided in U.S.Pat. No. 6,130,937, the entire contents of which are incorporated byreference. International Patent Application PCT/US03/19145 also providesadditional details regarding the use of an application specificinterface (API) and an exemplary network configuration to facilitatecommunications between connection unit 114 and management unit 112.

The connection unit 114 may receive or initiate a request for acommunications connection between an origin 104 and destination 106 thatincludes the destination identifier. For example, connection unit 114-1,typically uses IVR 116 to receive a call from an origin 104-1. Theclient user may use origin 104-1, e.g., a telephone, to dial a “1-800”number to obtain access to IVR 116. Once connected, IVR 116 will promptthe client user to enter a pin identification number between 6-10digits. The control unit 108-1 will then validate the client user, usingdatabase 110-1 as belong to a peculiar office associated with theclient. If valid, IVR 116 may prompt the client user of origin 104-1 fora 10-digit destination telephone number to subsequently place a call toa target customer. Once the destination telephone number is received,typically using dual-tone-multi-frequency (DTMF) detection, IVR 116sends the call destination telephone number to local management unit112-1. Depending on the mediation rules which are preferably specific toa particular client, control unit 108-1 compares the destinationtelephone number to one or more prohibited and/or exempted destinationtelephone number lists in local database 110-1 and then ordersconnection unit 114-1 to prohibit or allow the communicationsconnection.

In this voice communications scenario, the lists of prohibiteddestination identifiers may be derived from any one or a combination ofa Federal DNC list 200, a State DNC list 202, a DMA list 204, a WirelessDNC list 205, a client internal list 208, or a Very Important Person(VIP) DNC list 210 as shown in FIG. 2. Other lists 206 defined byInternational, Federal, State, other governmental entities, tradeorganizations, associations, or private entities may also be included.Other client-specific lists 212 may further be included. In anelectronic mail scenario, the list of prohibited destination identifiersmay include a client do-not-email list, Domain Name List or IP addresslist.

The Federal DNC list 200 is typically a copy of the national Do-Not-Calllist maintained by the FTC and enforced by the FTC, FederalCommunications Commission (FCC), and States officials. Preferably, thelist 200 is stored locally in database 110-1 to reduce possible querylatencies, but may be accessed remotely by control unit 108-1 fromcentral database 110-3 or even from a database maintained by the FTC,FCC, or other entity via the Internet or the like. The NationalDo-Not-Call list currently has more than 55 million destinationtelephone numbers.

The state DNC list 202 may include multiple lists with each listassociated with a particular state. Depending on the mediation rules, asdefined by the client, control unit 108 may check one state, multiplestates, or no state list for prohibited destination numbers. The DMA PSTlist 204 is typically derived from a DMA-maintained do-not-call listwhich is required by certain states to be checked by telemarketersbefore calling a target customer. The DMA TPS list currently has morethan 8 million destination telephone numbers. A Wireless DNC list 205may be implemented that contains, for example, a list of cellulartelephone or other wireless device addresses such as a telephonenumbers, e-mail addresses, IP addresses, or domain name addressesassociated with one or more groups of wireless devices.

The client internal DNC list 208 may be a client-specific list thatincludes destination telephone numbers of customers that have explicitlynotified the client that they do not want to be solicited. Clientinternal DNC list 208 generally trumps all other lists or exemptions.The VIP list 210 may be a client-specific list typically of high valuecustomers that the client does not want general client users or brokersto contact. The other client-specific DNC lists 212 may include a listof states or area codes associated with a particular agent that areprohibited or blocked from contact by the agent. The otherclient-specific DNC lists 212 may also include lists of area codesassociated with particular client offices which are prohibited fromcontact by the office. The client agent or office restrictions allow aclient to possibly prevent agents from different offices in differentgeographic locations from calling the same customers in a particularstate or area code.

The lists of exempted destination identifiers may be derived from anyone or a combination of an Existing Business Relationship (EBR)exemption list 216, DNC exemption lists 218, State DNC exemption lists220, a VIP exemption list 222, or other exemption lists 224.

The EBR exemption list 216 is typically a client-specific list ofdestination identifiers of customers that may be contacted even thoughtheir destination number is contained within DNC list 200, State DNClist 202, or DMA DNC list 204. Under certain condition, depending on theexisting business relationship between the client and a customer,certain federal and state regulations allows a particular client tocontact a customer even though the customer's destination number isincluded within list 200, 202, or 204. The EBR list may include, but notbe limited to, the following categories:

-   -   1. Purchased—Indicates that a customer has purchased a product        from the client. Calls to these customers are permitted within        the duration specified in the regulations.    -   2. Leased—Indicates that a customer has leased a product from        the client. Calls to these customers are permitted within the        duration specified in the regulations.    -   3. Rented—Indicates that a customer has rented a product from        the client. Calls to these customers are permitted within the        duration specified in the regulations.    -   4. Financial Transaction—Indicates that a customer has engaged        in a financial transaction with the client. Calls to these        customers are permitted within the duration specified in the        regulations.    -   5. Inquiry—Indicates that a customer has made an inquiry with        the client. Calls to these customers are permitted within the        duration specified in the regulations.

Each of these exemptions may be defined by federal regulations and somestates that have EBR regulations. Clients are typically required tochoose which of these exemptions the control system 100 willsupport/elect. Clients typically provide a list of exempted destinationidentifiers along with the exemption type to a control system 100administrator who enters the destination identifiers into the EBRexemption list 216 via interface such as management interface 124 or canbe loaded by automated process from a remote client site or sites.Information included within EBR exemption list 216 may include any oneor a combination of an exemption key, exemption type, and date ofcontact associated with each exempted destination identifier.

The EBR exemption key may be an integer associated with a category ofEBR exemption. For example, the “Purchased” EBR exemption may have akey=1 as shown above while the “Inquiry” EBR exemption may have an EBRexemption key=5. The date of contact may be stored with the destinationidentifier in EBR exemption list 216 to enable control unit 108 todetermine the duration of time in which a particular EBR exemption maybe applied. For example, if a customer made an inquiry to the client ona certain date, federal or state regulations may allow the client toapply the exemption and override the Federal DNC list 200, State DNClist 202, or DMA DNC list 204 for a period of 30 days from the date ofcontact. The duration of each EBR exemption may be different or vary,requiring the use of an EBR exemption key, associated with each exempteddestination number, to determine which EBR exemption applies and forwhat duration of time that EBR exemption is valid. Thus, the EBRexemption key and date of contact may be used by control unit 108 toidentify a particular EBR exemption category and determine whether toapply the EBR exemption, depending on the duration that the exemption isvalid from the date of contact.

The DNC exemption lists 218 may be client-specific or agent-specificlists of destination identifiers including, but not limited to, thefollowing categories:

-   -   Prior Express Permission—When a customer of a client        specifically gives permission to be contacted, the customer's        destination identifier, e.g., telephone number, is recorded into        database 110, allowing the customer to be contacted by the        client. This category may be enabled or disabled by the client        using a management interface 124.    -   Survey—When a customer responds to a client survey, the        customer's destination identifier, e.g., telephone number, may        be recorded into database 110, allowing the customer to be        contacted by the client. This category may be enabled or        disabled by the client using a management interface 124.    -   Personal Relationships—This category allows a client agent to        designate certain destination identifiers as their “Friends and        Family.” Thus, allowing control unit 108 to bypass all DNC        restrictions and allow communications connections to the        designated destination identifiers. The destination identifier        may be added to a personal relationship DNC exemption list 218        via the IVR 116 interface by the client agent or using a WWW        interface from management interface 124 or some other remote        computer connection to management unit 112. This category may be        enabled or disabled by the client using management interface        124.

The State DNC exemption list 220 may be a client-specific list of flagsassociated with enabling or disabling State call curfews, Intrastatecalls, Federal DNC list 200, State DNC lists 202, and DMA DNC list 204.The State DNC exemption list 220 may include, but not be limited, to thefollowing:

-   -   Federal flag—this flag setting allows the client to set control        unit 108 to ignore checking federal DNC list 200. The setting        may be enabled or disabled by the client using management        interface 124.    -   State flag—this setting allows the client to set control unit        108 to ignore state DNC list 202 for a particular state. Each of        the 50 possible states may be individually ignored. The setting        may be enabled or disabled by the client using management        interface 124.    -   DMA flag—this setting allows the client to set control unit 108        to ignore DMA DNC list 204. The setting may be enabled or        disabled by the client using management interface 124.    -   Intrastate flag—this exemption enables control unit 108 to allow        intrastate communications connections to an individual state.        For example, if a client believes they are entitled to an        exemption allowing them to call into a state (i.e., origin and        destination identifiers, e.g., telephone numbers, are from        different states), the client may set this option to enable        control unit 108 to override any other intrastate restrictions        imposed by a state DNC list 202 or other list. The setting may        be enabled or disabled by the client using management interface        124.    -   State Call Curfew flag—this exemption may allow control unit 108        to ignore the curfew restrictions associated with a particular        state while following the federal call curfew rules. A call        curfew may only allow communications connections within a        designated time period such as 9 a.m. to 6 p.m. The federal call        curfew rules may be more liberal than the curfew rules in        certain states. Thus, the client has the option to follow the        more liberal federal rules. The setting may be enabled or        disabled by the client using a management interface 124.

The High Value customer (VIP) exemption list 222 may be a agent-specificlist of destination identifiers that allows certain agents of a clientto establish a communications connection with certain VIP clients. Asstated previously, control unit 108 uses VIP DNC list 210 to prohibit acommunications connection by agents of a client to certain VIP clientswhose destination identifiers are contained in VIP DNC list 210. VIPexemption list 222 enables control unit 108 to bypass the VIP DNC list210 check for a particular agent and allow that agent to contact the VIPcustomer. The destination identifiers may be stored in database 110 bythe client using management interface 124. The VIP exemption list 222check may also be enabled or disabled by the client at managementinterface 124.

Database 110 may also include other exemption lists 224 such as aFederal Grace Period List that defines a grace period wherein newlyadded destination identifiers to the Federal DNC list 200 may becontacted if they were added during the grace period. For example, thegrace period may vary between 0 and 90 days. Control unit 108 may checkthe other exemption lists 222 such as the Federal Grace Period listdepending on whether the check is enabled or disabled by the clientusing a management interface 124.

While the foregoing lists may preferably be implemented as tables withina database such as databases 110, the lists may also be distributedthroughout multiple databases or multiple tables within multipledatabases. Also, the prohibited and exempted destination lists withindatabases 110 may be modified by an agent via an origin 104 using IVR116. Furthermore, the prohibited and exempted destination lists may bemodified from a secondary interface such as management interface 124 oranother remote connection to management units 112, typically using a WWWpage interface by an agent or administrator.

Having described the various prohibited and exempted destination listsand other exemption lists in the foregoing, the mediation rules used bycontrol unit 108 are now further described. These mediation rulespreferably determine whether certain prohibited destination identifierlists are checked by control units 108 or bypassed (or ignored) based onwhether certain exempted destination lists or exemption lists are usedby control units 108. As described above, the client preferablyconfigures control units 108 to use any combination of DNC lists and/orexemption lists within databases 110. Basically, the mediation rulesdetermine the sequence of comparisons made by control units 108 betweena destination identifier and one or more lists of exempted andprohibited identifiers. In that sequence, each comparison with a list ofexempted identifiers by control units 108 determines whether acomparison with an associated list or lists of prohibited destinationidentifiers is bypassed or ignored.

For example, before comparing a destination identifier with Federal DNClist 200, State DNC lists 202, and DMA DNC list 204, control unit 108typically compares the destination number with EBR exemption list 216.If there is a match with EBR exemption list 216, control unit 108bypasses or ignores the result of the comparison with Federal DNC list200, State DNC lists 202, and DMA DNC list 204. If the client, however,has configured the mediation rules to not use EBR exemption list 216,the control unit 108 compares the destination identifier to the FederalDNC list 200, State DNC lists 202, and DMA DNC list 204. Similarly, VIPexemption list 222 may be checked before control unit 108 checks VIP DNClist 210 to determine whether the VIP DNC list 210 check is bypassed orignored. The DNC exemption list related to “Friends and Family” may bechecked by control unit 108 to determine whether to bypass all other DNClists except client-specific DNC list 208. State DNC exemption list 220may be checked prior to checking a particular a State DNC list 202 todetermine whether control unit 108 bypasses the particular State DNClist 202. Other check and bypass scenarios are possible depending on themediation rules. Thus, the mediation rules, which are configured by theclient, determine the sequence in which DNC lists may be bypassed orchecked by control unit 108 in order to prohibit or allow acommunications connection between an origin 104 and destination 106.FIG. 5, which will be discussed in detail later, provides a furtherillustration of the mediation rules.

In addition to being configured based on mediation rules that determinewhich prohibited and exempted destination lists or other exemptions areused, control unit 108 may use other information such as a client useridentifier, client identifier, customer identifier, client officeidentifier, product identifier, geographic area, date, time, exemptiontype duration, origin identifier, internal client criteria, or internalcustomer criteria to determine whether a particular comparison with aprohibited or exempted destination list or other exemption list isnecessary. In other words, control unit 108 may utilize additionalinformation in conjunction with the prohibited and exempted destinationlists of database 110 to prohibit or allow a communications connectionto occur between an origin 104 and destination 106.

For example, a client agent may present a client user identifier with apassword to enable control unit 108 to identify and authenticate theagent's access to the system. The client user identifier may also beused by control unit 108 to determine which particular DNC exemptionlist 218 to check for “Friends and Family” or which VIP exemption list222 to check in order to determine whether the communications connectionto a high value client should be allowed. Control unit 108 may alsocheck the dialed number (DNIS) or origin identifier, e.g. telephonenumber, using Automatic Number Identification (ANI) to determine whethera particular agent is prohibited from making a communication connectionwith a destination having a particular area code according to DNC list212. The client office identifier, which may also be determined by agentinput from an origin 104 or automatically using ANI, may also be used,based on the mediation rules, to check DNC list 212 to determine whethera destination number is restricted.

FIGS. 3 and 4 show an exemplary internal organization of databases 110,which store client-specific specific information, individual office andagent details for each office assigned to the client, and commoninformation for each client of control system 100. Each client isassigned a unique client key that identifies that client to controlunits 108. Individual client offices may also be assigned a uniqueoffice key. Furthermore, each client user or agent may be assigned aunique Personal Identification Number (PIN) and unique client user key.The client key, office key, and user key enable control units 108 toassociate the proper prohibited and exempted destination lists to theproper client, client user, or office.

FIG. 3 shows the table organization of the data structure of databases110 in which the prohibited destination lists are stored. The tablesshown are described as follows:

-   -   tbl_Clients: a table of all clients using control system 100        including information about each client.    -   tbl_SystemUsers: a table of all individual users of control        system 100 including client users or agents and administrators.    -   tbl_OfficeAgents: a table of all brokers. This table indicates        whether the agent is part of a team, active, and online.    -   tbl_Active IVRAgents: a table of all agents currently signed on        via IVR 116.    -   tbl_BlockedAgentStates: a table that enables control unit 108 to        prohibit certain agents from calling certain states listed in        the table.    -   tbl_BlockedAreaCodes: a table that enables control unit 108 to        prohibit certain agents from calling certain area codes.    -   tbl_ClientOffices: a table of offices assigned to a particular        client.    -   tbl_CCenterDNCEntries: a table that lists the prohibited        destination identifiers for a particular call center.    -   tbl_ClientDNCCallEntries: a table that lists the prohibited        destination identifiers for a particular client 208.    -   tbl_CallDetails: a table that stores details associated with        each call to enable logging or auditing.    -   tbl_CallCenterDNCQueue: a table that stores the database changes        that must be sent to other management units 112.    -   tbl_DMALIST: a table that stores the DMA DNC list 204.    -   tbl_DNCSTATELIST: a table that stores the state DNC lists 202.    -   tbl_RegulatoryDNCList: a table containing Federal DNC list 200.    -   tbl_CellularExchanges: a table that stores the standard        identified range of cell phone numbers 226.    -   tbl_PortedLTW: a table that stores phone numbers which have been        ported to a cell phone device 228.

FIG. 4 shows the table organization of the data structure of databases110 in which exempted destination identifiers are stored. The tablesshown are described as follows:

-   -   tbl_Clients: a table of all clients using control system 100        including information about each client (same as in FIG. 3).    -   tbl_Ebr_Exemptioninfo: a table that stores the durations        associated with each category exemption.    -   tbl_Ebr_ClientExemptions: a table that stores exemptions        associated with a particular client.    -   tbl_Ebr_ClientStateExemptions_Audit: a table that stores an        audit record of exemptions associated with State DNC exemption        list 220.    -   tbl_Ebr_ClientExemptions_Audit: a table that stores an audit        record of exemptions associated with DNC exemption list 218.    -   tbl_Ebr_Exemptions: a table that describes the EBR exemption of        EBR exemption list 216.    -   tbl_Ebr_ClientExemptionNumbers: a table that stores the list of        destination identifiers in EBR exemption list 216 including the        exemption key and date of contact information.    -   tbl_Ebr_ClientStateExemptions: a table that stores the exemption        listed in State DNC exemption list 220 associated with a        particular client.    -   tbl_ClientDNCExemptions: a table that stores the DNC exemption        list 218 associated with a particular client.    -   tbl_EBRExemptions: a table that describes that State EBR        exemptions.    -   tbl_Products: a table that describes a product associated with a        particular client.    -   tbl_ClientProducts: a table that associates a product key to a        particular client.    -   tbl_ClientWhispers: a table that stores client specific whisper        messages 230.    -   tbl_Whispers: a table that stores system defined whisper        messages 232.

As shown above, the databases 110 are configured using tables such thatprohibited and exempted destination lists may be dynamically added orremoved. For example, new EBR exemptions may be added totbl_Ebr_Exemptions with minimal or no modifications to other tableswithin databases 110. Such flexibility to enable databases 110 updatesalso allows the mediation rules to be flexibly adapted to continuouslysupport new connection prohibition rules.

Referring again to FIG. 1, the functionality of control units 108 andassociated databases 110 may also be implemented as a softwareapplication within a remote client computer 126. Alternatively, onlycontrol unit 108 may be implemented within client computer 126 while itremotely accesses the prohibited and exempted destination lists withindatabase 110-3, located in a central administration facility.Furthermore, computer 126 may act as a remote interface to anymanagement unit 112. The lower cost implementation may be attractive tocertain clients that may not be concerned with the possible latency inaccessing database 110-3. In this scenario, client computer 126 acts asboth a connection unit and control unit by allowing or prohibiting acommunications connection between, for example, origin 104-6 and 106-1based on the prohibited and exempted destination lists within aninternal database 110, or within central database 110-3, or withinanother remote database. Computer 126, acting as a control unit, mayalso control the communications connection between origin 104-6 anddestination 106-5 which could be a Voice-over-IP (VoIP) connection.

With regard to any control unit 108, it is understood that a pluralityof destination identifiers may be examined in relation to a particularorigin to determine whether to prohibit or allow a communicationsconnection between a particular origin such as origin 104-2 and eachdestination of the plurality of destinations 106. Thus, control units108 may be continuously processing communications connection requests asthe client agent attempts to make new contacts with new customers.

Another feature of control system 100 is that management units 112 maymaintain audit records of communications connections whether theconnection is prohibited or allowed. Instead of simply bypassing aparticular check if an associated exemption list check has a match to adestination identifier, control units 108 may perform the check, butonly log the results. These logs of prohibited, allowed, and improperdestination identifiers may be stored for later analysis or otherpurposes. The logs may be stored as a flat, excel, or dbf file or thelike.

According to the foregoing, the present approach provides a method ofselectively prohibiting a communications connection between an originand destination in a communications network. The method includesreceiving or initiating a connection request for a communicationconnection between an origin 104 and destination 106 that includes thedestination identifier and prohibiting or allowing the requestedcommunications connection based on one or more mediation rules and listsof prohibited and exempted destination identifiers in databases 110.

FIGS. 5A-5C illustrate one example process for selectively prohibiting acommunications connection between, for example, origin 104-1 anddestination 106-1 in a telecommunications network using PSTN 102 whereinorigin 104-1 is a telephone having a user interface that accepts voiceand dialed digits from a client agent. Initially, the agent calls IVR116 at connection unit 114-1 to establish a communications connectionwith a connection unit 114-1 (Step 500). Connection unit 114-1 theninteracts with a control unit 108-1 to validate the dialed number usingDNIS. Upon successful validation by control unit 108-1, connection unit114-1 prompts the client agent for identification and authenticationinformation (Step 502). The prompt may be a voice recording orparticular tone. Once prompted, the agent enters the identification andauthentication information such as an agent identifier and PIN or clientoffice identifier. Again, control unit 108-1 validates theidentification and authentication information. Upon successfulvalidation by control unit 108-1, IVR 116 of connection unit 114-1prompts the agent for the destination telephone number. Further detailsregarding the initial steps of this process are provided inInternational Patent Application PCT/US03/19145. The client agent entersthe digits associated with a destination telephone number (Step 504).The connection unit 114-1 then sends the destination telephone number tothe control unit 108-1 (Step 506). Control unit 108-1 verifies that thedialed area code of the destination telephone number is valid andretrieves client-specific mediation rules (Step 508).

Control unit 108-1 prohibits or allows the communications connectionbased on the mediation rules, one or more prohibited destination numberlists, and one or more exempted destination number lists, by sending aprohibit or allow order to the connection unit 114-1 based on thefollowing sequence of checks. The destination telephone number iscompared with client DNC list 208. If there is a match, control unit108-1 orders connection unit 114-1 to prohibit the call (Step 510). Ifthere is no match, the destination telephone number is compared with EBRexemption list 216 (Step 512). If there is a match, the EBR exemptionkey is checked to determine the category of exemption and the durationof time that the category of exemption is valid (Step 514). Control unit108-1 also checks the date of contact and compares it with the currentdate to determine whether the exemption duration has expired. If theduration has expired, control unit 108-1 returns to checking theFederal, State, and DMA DNC lists. If the duration has not expired,control unit 108-1 either ignores or bypasses the checks of the Federal,State, and DMA DNC lists (Step 516).

If the destination telephone number does not match a number in EBRexemption list 216, the destination telephone number is compared withthe Federal DNC list 200 (Step 518). If there is a match, the call isprohibited. If there is no match, the destination telephone number iscompared with the designated state lists with State DNC list 202 (Step520). If there is a match, the call is prohibited. If there is no match,the destination telephone number is compared with the DMA DNC list 204(Step 522). If there is no match, the destination telephone number iscompared with VIP exemption list 222 (Step 524). The VIP exemption listmay be agent specific. If there is a match, the VIP DNC check isbypassed or ignored. If there is no match, the destination telephonenumber is compared with the VIP DNC list 210 (Step 526). If there is amatch, the call is prohibited. If there is no match, the destinationtelephone number is compared with a Federal Curfew to determine whetherthe time of day (TOD) of the current call is within the federalgovernment curfew times at the destination (Step 528). If the StateCurfew were selected in the mediation rules, a State curfew check wouldhave been made also. If the time is inside the allowed curfew period,for example 9 a.m. to 7 p.m., the call is not prohibited and otherexemption checks or do-not-call checks may be made as defined by themediation rules (Step 530).

Once control unit 108-1 completes all comparisons of the destinationtelephone number based on the mediation rules and the destination numberhas been allowed, control unit 108-1 orders connection unit 114-1 toallow the communications connection whereupon IVR 116 of connection unit114-1 initiates a communications connection to destination 106-1 usingthe destination telephone number (Step 534). Connection unit 114-1,using IVR 116, then bridges the call from origin 104-1 with the call todestination 106-1 (Step 536). After the call is completed, IVR 116 mayaccept field status codes or manual entry of a prohibited destinationtelephone number for addition to client DNC list 208 (Step 538). Furtherdetails regarding the status codes or manual entry are provided inInternational Patent Application PCT/US03/19145.

If control unit 108-1 completes all comparisons of the destinationtelephone number based on the mediation rules and determines that thecommunications connection is prohibited, control unit 108-1 orders IVR116 of switch 114-1 to end or disconnect the communications connectionwith origin 104-1. Instead of ending the connection with origin 104-1,IVR 116 may notify the client agent at origin 104-1 that the call isprohibited and prompt the agent for entry of another destinationtelephone number. The next destination telephone number may then bechecked using the process described above.

The preceding steps associated with a call initiated to IVR 116 aresimilar to the steps involving a predictive dialer such as connectionunit 114-2. A predictive dialer is a device or system that continuouslyinitiates calls to destinations 106 and establishes a connection with anorigin such as origin 104-9 only after establishing a connection with adestination such as 106-1. Thus, as shown in FIG. 5A, connection unit114-2, a predictive dialer, initially selects a destination telephonenumber (Step 501). Connection unit 114-2 then sends the destinationtelephone number to control unit 108-2 for permission to prohibit orallow a communications connection between, for example, origin 104-9 anddestination 106-1. Control unit 114-2 then performs the same or similarsequence of checks as control unit 114-1 performed previously toprohibit or allow the communications connection between origin 104-1 and106-1. If the destination telephone number is allowed, control unit108-2 orders connection unit 114-2 to allow the communicationsconnection between origin 104-9 and destination 106-1.

Connection unit 114-1 then initiates a call to destination 106-1 usingthe destination telephone number (Step 533). If connection unit 114-2detects a “Hello” from destination 106-1, connection unit 114-2establishes a second connection with origin 104-9 (Step 535). Connectionunit 114-2 then bridges the connections with origin 104-9 and 106-1 toestablish a communications connection between them.

Referring again to FIG. 1, as an alternative approach to performingreal-time or near real-time call control as described above, an analysissystem may be used to selectively designate whether a communicationsconnections between an origin and one or more destinations areprohibited. The analysis system typically includes an interface unitthat receives one or more proposed destination identifiers. The analysissystem also includes at least one list of prohibited destinationidentifiers, at least one list of exempted destination identifiers, andan analysis unit 128 that designates whether the communicationconnection between an origin and one or more proposed destinations areprohibited or allowed based on one or more mediation rules and the listof prohibited and exempted destination identifiers.

The functional capabilities of analysis units 128 may be identical tocontrol units 108 except that analysis units 128 do not control acommunication connection or connection units 114. In fact, control units108 may also function as analysis units. Instead of performing areal-time action, analysis units 128 may designate which destinations106 may be connected with which origins 104. This designation ofprohibited or allowed communications connections may entail analyzing acertified list of proposed destination identifiers delivered to theanalysis unit via an interface unit such as personal computer 130.Computer 130 may also have an application that streamlines theinformation sent to analysis unit 128-1 such that private informationassociated with a destination is not potentially exposed in transmissionto analysis unit 128-1. The interface unit could also be a ftp server,an database connection, a remote terminal connection, a WWW page, orInteractive Voice Response connection residing within analysis unit128-1 or another server such as communications server 132.

After designating which communications connections are prohibited andallowed, analysis unit 128-1 may send a designation list to the clientcomputer 130. Alternatively, analysis unit 128-2 may be implemented as asoftware application within a remote client computer 130. Thus, analysisunit 128-2 remotely accesses the prohibited and exempted lists ofdatabase 110-3 within a central administration facility. Personalcomputer 130 may also contain a database 110 that eliminates the needfor analysis unit 128-2 to remotely access other databases such asdatabase 110-3.

According to the foregoing, the present approach provides a method ofselectively designating whether communications connections between anorigin and one or more destinations in a communications network areprohibited. The method includes receiving one or more destinationidentifiers and designating whether the communications connectionbetween the origin 104 and one or more destinations 106 are prohibitedor allowed based on one or more mediation rules and lists of prohibitedand exempted destination identifiers.

Referring to FIG. 6, another embodiment includes a control system 100for selectively establishing a communications connection between anorigin 104 and destination 106 within a communications network includingtelecommunications network 102 where the communications connection istypically established by a connection unit 114 that bridges a firstconnection with the origin 104 with a second connection with thedestination 106. The system preferably includes at least one list ofprohibited destination 106 identifiers, at least one list of exempteddestination 106 identifiers, and a control unit 108 that orders theconnection unit 114 to establish the communications connection betweenan origin 104 and destination 106 based on one or more mediation rulesand the lists of prohibited and exempted destination 106 identifiers.

The control unit 108 may also deliver one or more notification messagesto either or both an origin 104 and destination 106. The notificationmessages may be delivered to an origin 104 from a connection unit 114using the first connection either before the communications areestablished with the destination 106, during established communicationswith the destination 106, or after communications have ended with thedestination 106. The notification messages may also be delivered to adestination 106 from a connection unit 114 using the second connectioneither before the communications are established with an origin 104,during established communications with an origin 104, or aftercommunications have ended with an origin 104. The notification messagemay indicate to the origin 104 user which exemption is being applied bythe control system 100 as determined by the mediation rules and at leastone list of exempted destination 106 identifiers.

For example, a client agent may initiate a call to IVR 116 of connectionunit 114-1 in order to reach a contact user of destination 106-1. Afterthe communications connection between origin 104-1 and connection unit114-1 is established, control unit 108-1 typically determines whether toallow the communications connection with a particular destination 106-1based on the mediation rules. If, for instance, control unit 108-1determines that an EBR exemption such as a prior “purchase” by thecontact applies, even though the destination 106-1 identifier is on thefederal DNC list 200, connection unit 114-1 via IVR 116 may deliver anaudio recording to origin 104-1 stating that “The contact is on theFederal DNC list, but the call is allowed based on a prior purchase.”The message may even specify the purchased item, location of purchase,and purchase date. After the message is played, connection unit 114-1may then initiate a second communications connection with destination106-1. This capability, otherwise known as a “whisper” feature,advantageously prepares an agent for a possibly negative query from thecontact for an explanation as to why the agent may not be adhering to afederal, state, or other DNC law.

Because IVR 116 typically has separate, i.e., first and second,connections with origin 104-1 and destination 106-1, an audio or othertype of message may be delivered to origin 104-1 without the messagebeing detected by the contact user of destination 106-1, even while thefirst and second connection are bridged together by connection unit114-1. Thus, the previous message may be delivered to origin 104-1 afterconnection unit 114-1 bridges the first and second connections.

For the period of time that the first connection exists between origin104-1 and connection unit 114-1, notification messages may be sent toorigin 104-1. For the period of time that the second connection existsbetween connection unit 114-1 and destination 106-1, notificationmessages may be sent to destination 106-1. Thus, even if one of the twoconnections ends, the other connection may allow notification messagesto be sent.

For example, after a contact user of destination 106-1 completes a callwith an agent or even during the communications connection, anotification message may be sent to the destination 106-1 that states“Please rate your experience with this agent on a scale of one throughfive with five being the highest.” IVR 116 may use a DTMF detector thatcaptures the digit pressed by the contact user at destination 106-1 inresponse to the notification message query. A notification message mayrequest information from either or both the origin 104-1 or destination106-1. Thus, one or more notification messages may initiate or be partof an interactive information exchange process.

The notification message may be any one or combination of an audiorecording, interactive voice response, human-initiated voice message,text message, electronic mail message, instant message, multimediamessage, IP-based message, audio tone, sequence of audio tones, visualindicator, or a graphical image. For instance, a VoIP-capable origin 104may have a graphical user interface (GUI) that allows notificationmessages to be received as text messages, Hypertext Markup Language(HTML) pages or Extensible Markup Language (XML) data while alsoreceiving audio notification messages. Certain origin 104 devices mayhave light emitting diode (LED) panels that may provide a notificationmessage in the form of a visual indicator to the agent user of theorigin 104 device.

A notification message, however, may include information not based onthe mediation rules such as information derived from any one of orcombination of client-specific requirements, origin agent-specificrequirements, and destination user-specific requirements. Becausecontrol units 108 typically verify the identity of an agent user of anorigin 104, notification messages may be tailored to informationassociated with the agent. For example, when an agent using an origin104 initiates a communications connection request and the connectionbetween an origin 104 and connection unit 114 is established, a controlunit 108 may send agent-specific information to the origin 104 such as ameeting alert with the agent's supervisor, amount of contact calls made,reminder to update the agent's password, etc . . . The amount and typeof messages is dependent on the agent and his company's needs. A varietyof messages may be available to destination 106 contacts to enableevaluation of agents, provide disclaimers automatically, or possiblydeliver targeted advertisements.

The notification message may be delivered in-band through a connectionunit 114 or out-of-band through some other medium to an origin 104 ordestination 106. While in-band typically applies to notificationmessages sent within a circuit-switched connection, it also applies, inthis embodiment, to notification messages sent to origins 104 anddestinations 106 using the same medium through which the communicationsare being exchanged between an origin 104 and destination 106. On theother hand, an out-of-band notification message may be sent to an origin104, for example origin 104-6 using another medium than thecommunications connection medium being use between the origin 104-6 anda destination 106 such as 106.1. For example, if origin 104-6 anddestination 106-1 have established a telecommunications connection,control unit 108-2 may send an out-of-band notification message in theform of an IP-based Extensible Markup Language (XML) data message viaservice delivery network 118, communications server 132, Internet 134,and personal computer 126, assuming that origin 104-6 also has atext-capable GUI and Internet 134 connectivity.

In yet another embodiment, an analysis unit 128 may provide one or morenotification messages associated with one or more proposed communicationconnections. When an interface unit such as personal computer 130delivers a certified list of proposed destination 106 identifiers toanalysis unit 128-2, analysis unit 128-2 may designate alloweddestination identifiers and return a designation list to personalcomputer 130 that includes one or more notification messages. Thesenotification messages are typically associated with particulardestination 106 identifiers and preferably provide relevant informationassociated with each destination 106 identifier. For example, thedesignation list may have a remarks column that includes notificationmessages, each notification message being associated with a particulardestination 106 identifier on the designation list. Thus, when an agentattempts to solicit a contact, the agent may read the remarks column todetermine which exemption is being used to allow the proposedcommunications connection. An analysis unit 128 may also generate logsof allowed destination 106 identifiers and associated notificationmessages with each destination 106 identifier.

A further embodiment may be a notification system for deliveringmessages to an origin 104 and destination 106 of a communicationsconnection in a communications network including telecommunicationsnetwork 102. The notification system may include a connection unit 114that establishes a first connection with an origin 104 and a secondconnection with a destination 106 and then bridges the first and secondconnections to establish a communications connection between aparticular origin 104 and destination 106. The notification system mayalso include a notification unit 140-1 that delivers at least onenotification message to either or both an origin 104 and destination106. For example, when an agent initiates a communications connectionusing origin 104-1 with IVR 116, notification unit 140-1 may send anotification message associated with a particular destination 106 suchas destination 106-4 to origin 104-1 via IVR 116 of connection unit114-1 in the form of an audio message that states “The contact is a VIPcustomer.” Notification unit 114-1 may interface with a database such asdatabase 112-3 to determine the destination 106-4 status, but may notcontrol the communications connection as a control unit 108 such ascontrol unit 108-1.

As stated previously, notification messages need not be based on themediation rules and may originate from a notification unit 140, arelationship management system 142 such as a customer relationshipmanagement system (CRM), a control unit 108, or some other informationsystem 144.

It will be apparent to those of ordinary skill in the art that methodsinvolved in the present invention may be embodied in a computer programproduct that includes a computer usable medium. For example, such acomputer usable medium may consist of a read only memory device, such asa CD ROM disk or conventional ROM devices, or a random access memory,such as a hard drive device or a computer diskette, having a computerreadable program code stored thereon.

While this invention has been particularly shown and described withreferences to preferred embodiments thereof, it will be understood bythose skilled in the art that various changes in form and details may bemade therein without departing from the scope of the inventionencompassed by the appended claims.

For example, in the foregoing description of the invention and variousembodiments thereof, the term “communications connection” is intended toinclude circuit-switched communications, packet-switched communications,communications using connectionless protocols such as IP, virtualcircuit, or another electronic communications between an origin anddestination.

1. A control system for selectively establishing a communicationsconnection between an origin and destination within a communicationsnetwork, the communications connection being established by a connectionunit that bridges a first connection with the origin with a secondconnection with the destination, the system comprising: at least onelist of prohibited destination identifiers; at least one list ofexempted destination identifiers; and a control unit that orders theconnection unit to establish the communications connection between theorigin and destination based on one or more mediation rules and thelists of prohibited and exempted destination identifiers.
 2. The systemaccording to claim 1 wherein the control unit delivers one or morenotification messages to any one or combination of the origin anddestination.
 3. The system according to claim 2 wherein one or morenotification messages are delivered to the origin from the connectionunit using the first connection at any one or combination of the timebefore the communications are established with the destination, duringestablished communications with the destination, and aftercommunications have ended with the destination.
 4. The system accordingto claim 2 wherein one or more notification messages are delivered tothe destination from the connection unit using the second connection atany one or combination of the time before the communications areestablished with the origin, during established communications with theorigin, and after communications have ended with the origin.
 5. Thesystem according to claim 2 wherein the notification message is any oneor combination of an audio recording, interactive voice response,human-initiated voice message, text message, electronic mail message,instant message, multimedia message, IP-based message, audio tone,sequence of audio tones, visual indicator, and graphical image.
 6. Thesystem according to claim 2 wherein at least one notification messageindicates an exemption determined by the mediation rules and at leastone list of exempted destination identifiers.
 7. The system according toclaim 2 wherein at least one notification message requests informationfrom any one or combination of the origin and destination.
 8. The systemaccording to claim 2 wherein at least one notification message includesinformation derived from any one of or combination of client-specificrequirements, origin agent-specific requirements, and destinationuser-specific requirements.
 9. The system according to claim 2 whereinthe notification message is delivered in-band through the connectionunit.
 10. The system according to claim 2 wherein the notificationmessage is delivered out-of-band.
 11. A method of selectivelyestablishing a communications connection between an origin anddestination in a communications network, the communications connectionbeing established by a connection unit that bridges a first connectionwith the origin with a second connection with the destination, themethod comprising: receiving or initiating a connection request for acommunication connection between an origin and destination, the requestincluding the destination identifier; establishing the requestedcommunications connection based on one or more mediation rules and listsof prohibited and exempted destination identifiers.
 12. The methodaccording to claim 11 further comprising delivering one or morenotification messages to any one or combination of the origin anddestination.
 13. The method according to claim 12 wherein one or morenotification messages are delivered to the origin from the connectionunit using the first connection at any one or combination of the timebefore the communications are established with the destination, duringestablished communications with the destination, and aftercommunications have ended with the destination.
 14. The method accordingto claim 12 wherein one or more notification messages are delivered tothe destination from the connection unit using the second connection atany one or combination of the time before the communications areestablished with the origin, during established communications with theorigin, and after communications have ended with the origin.
 15. Themethod according to claim 12 wherein the notification message is any oneor combination of an audio recording, interactive voice response,human-initiated voice message, text message, electronic mail message,instant message, multimedia message, IP-based message, audio tone,sequence of audio tones, visual indicator, and graphical image.
 16. Themethod according to claim 12 wherein at least one notification messageindicates an exemption determined by the mediation rules and at leastone list of exempted destination identifiers.
 17. The method accordingto claim 12 wherein at least one notification message requestsinformation from any one or combination of the origin and destination.18. The method according to claim 12 wherein at least one notificationmessage includes information derived from any one of or combination ofclient-specific requirements, origin agent-specific requirements, anddestination user-specific requirements.
 19. The method according toclaim 12 wherein the notification message is delivered in-band throughthe connection unit.
 20. The method according to claim 12 wherein thenotification message is delivered out-of-band.
 21. An analysis andnotification system for selectively designating whether communicationsconnections between an origin and one or more destinations are allowed,the system comprising: an interface unit that receives one or moreproposed destination identifiers; at least one list of prohibiteddestination identifiers; at least one list of exempted destinationidentifiers; and an analysis unit that designates whether thecommunication connection between an origin and one or more proposeddestinations are prohibited or allowed based on one or more mediationrules and the list of prohibited and exempted destination identifiers,the analysis unit providing one or more notification messages associatedwith one or more proposed communication connections.
 22. The systemaccording to claim 21 wherein the interface unit delivers a certifiedlist of proposed destination identifiers to the analysis unit whereuponthe analysis unit designates prohibited and allowed destinationidentifiers and sends a designation list to the interface unit.
 23. Thesystem according to claim 22 wherein the one or more notificationmessages are included in the designation list.
 24. The system accordingto claim 21 wherein logs of allowed destination identifiers andassociated notification messages are generated.
 25. A method ofselectively designating whether communications connections between anorigin and one or more destinations in a communications network areallowed and providing notification information, the method comprising:receiving one or more destination identifiers; designating whether thecommunications connections between the origin and one or moredestinations are prohibited or allowed based on one or more mediationrules and lists of prohibited and exempted destination identifiers; andproviding one or more notification messages associated with one or moreproposed communication connections.
 26. The method according to claim 25wherein the received destination identifiers are included within acertified list and the designated destination identifiers are includedwithin a designated list.
 27. The system according to claim 26 whereinthe one or more notification messages are included in the designationlist.
 28. The system according to claim 25 wherein logs of alloweddestination identifiers and associated notification messages aregenerated.
 29. A notification system for delivering messages to anorigin and destination of a communications connection in acommunications network, the system comprising: a connection unit thatestablishes a first connection with the origin and a second connectionwith the destination, the connection unit bridging the first and secondconnections to establish a communications connection between the originand destination; and a notification unit that delivers at least onenotification message to any one or combination of the origin anddestination.
 30. The system according to claim 29 wherein one or morenotification messages are delivered to the origin from the connectionunit using the first connection at any one or combination of the timebefore the communications are established with the destination, duringestablished communications with the destination, and aftercommunications have ended with the destination.
 31. The system accordingto claim 29 wherein one or more notification messages are delivered tothe destination from the connection unit using the second connection atany one or combination of the time before the communications areestablished with the origin, during established communications with theorigin, and after communications have ended with the origin.
 32. Thesystem according to claim 29 wherein at least one notification messageoriginates from the notification unit, a relationship management system,a control unit, and other information system.
 33. The system accordingto claim 29 wherein the notification message is any one or combinationof an audio recording, interactive voice response, human-initiated voicemessage, text message, electronic mail message, instant message,multimedia message, IP-based message, audio tone, sequence of audiotones, visual indicator, and graphical image.
 34. The system accordingto claim 29 wherein at least one notification message requestsinformation from any one or combination of the origin and destination.35. The system according to claim 34 wherein the information is derivedfrom any one of or combination of client-specific requirements, originagent-specific requirements, and destination user-specific requirements.36. The system according to claim 29 wherein the notification message isdelivered in-band through the connection unit.
 37. The system accordingto claim 29 wherein the notification message is delivered out-of-band.